Summary of Position

The Trainer, Call Center is responsible for training newly hired project staff and supporting existing experienced staff to improve their performance.  This person will deliver training in individual or group settings and provide one-on-one mentoring to new employees or those facing challenges meeting performance or quality assurance requirements.

Essential Job Requirements

• Conducts traditional classroom or web-based training sessions using effective presentation skills, verbal communication skills, and classroom management techniques.
• Enhances the skills and knowledge of employees through training programs focused on job-specific program competencies and soft skills.
• Utilizes a variety of training methods and techniques to enhance the learning process including classroom instruction, e-learning, call center recordings, and games/activities.
• Assists in the onboarding process for new employees by providing training on company operational policies and procedures and job-specific skills. 
• Maintains accurate training records, attendance sheets, and training materials. 
• Conducts live monitored calls when training classes are not in session; provides one-on-one coaching to call center employees based on the outcome. 
• Provides required training reports in a timely manner to the Site Ops Manager (live monitored calls, new hire training classes, training activities and outcomes).
• Assesses call center employees’ needs, identifying individual and team skills gaps.
• Identifies opportunities for program enhancement and provides feedback to the Site Ops Manager.
• Regular and timely attendance
• Other duties as assigned

Required Education

High School Diploma or GED required

Required Experience

• At least one year of work experience as a trainer in a related field is required.
• Experience coaching, training, and motivating employees.
• Demonstrated interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.
• Relevant computer skills such as PowerPoint, Outlook, and Word
• Experience with state programs is preferred.

YoungWilliams is an equal opportunity employer.